Do it better

The Simple Way to Handle Feedback & Complaints in Aged Care

Listen to consumers and give staff and management tools to:

Comply – Regulatory compliance made easy;
Communicate – Engage consumers and their families; and
Care – Demonstrate you really care about each other.

The result is better and more efficient care, increased demand, big cost savings, and low-stress compliance of regulations.

Tell Touch in 66 seconds

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The Time Is Now

20th Century

Paper-based feedback

Paper based feedback
21st Century

Full digital solution

Digital feedback

Why Now?

Wanting to give consumers a voice, dismayed by the time taken to deal with consumer issues, and concerned with the lack of transparency for executive management, we came up with Tell Touch. Tell Touch combines the latest technology with in-depth knowledge of what’s really needed in Aged Care. The Royal Commission into Aged Care bears testament to the need.

Aged Care Quality and Safety Commission logo
New Regulations

Homes must report abuse

Here are some of the new requirements:

  • Managers must report Feedback and Complaints that include allegation, suspicion, or witness account of abuse and neglect.
  • Managers must report some serious incidents to ACQSC within 24 hours. If an incident occurs over the weekend, they can’t just open the Feedback and Complaints box at 9am on Monday morning.
  • There must be live documented evidence of all actions taken in response to actual or suspected abuse and neglect.

Managers and staff face fines of up to $111,000 for non-compliance of the new rules.

$10 Basic Daily Fee Supplement

$10 Fee Supplement Reporting

The Federal Government’s new basic daily fee supplement, an extra $10 per day per resident, is now available to aged care providers. One of the requirements is a detailed quarterly report. Tell Touch's validated solution helps you generate a required "Quality and Adequacy" report.

Contact us for more a demo.

SIRS image

easy SIRS compliance

If your feedback and complaints system isn't checked multiple times every single day and your staff aren't thoroughly trained, you can miss incidents. With Tell Touch you can’t.

Managers are notified by SMS when staff report an incident. This gives managers time to report it within 24 hours as mandated by the Serious Incident Notifications Scheme.

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Unparalleled Industry Experience

We're experienced Aged Care nurses and managers. Collectively, we've worked in aged care for over 40 years and in over 100 aged care homes. Tell Touch has been designed for aged care by aged carers. It's a huge leap forward in the handling of feedback in aged care.

Christine Signature
Christine Brodrick
Co-Founder
Diana Signature
Diana Cooper
Co-Founder
Christine and Diana

Advantages of an Aged Care & Disability Care Specific System

Tell Touch is specifically designed for aged care and disability care, not adapted from retail. Advantages include:

  • Simple to lodge feedback at a kiosk or remotely from a mobile app.
  • Systemises feedback to ensure issues don’t escalate.
  • Available in 40+ languages.
  • Allows management to rate feedback performance against standards (e.g. the Aged Care Quality Standards).

Tell Touch is an integral component of any consumer directed care model

kiosk

Comply

  • Meet ACQSC's new requirements for mandatory reporting. Now includes SIRS Management Notifications. New
  • Ensure reporting systems and open disclosure principles meet the Aged Care Quality Standards.

Communicate

  • 24/7 access anywhere. Families can download the app.
  • Available in 40+ languages.
  • Executive management visibility. All correspondence documented.
  • Measure resolution satisfaction.

Care

  • Leads to happier consumer & staff.
  • Fosters better relationships.
  • Results in more content environment for staff, consumers and family.

70% of feedback is submitted by family. Even so, Tell Touch is ...

So easy a 93-year-old can do it

(We tested it on 'em)

Residents
Aged Care Quality Standards

Comply with the Aged Care Quality Standards

Tell Touch makes it easier to measure the aged care services performance against the Aged Care Quality Standards. Ensure reporting systems and open disclosure principles meet the requirements.

COVID-19

Family can submit feedback during lockdowns

70% of feedback and complaints are submitted by family. However, family can't fill in a paper form if they're locked out! The Tell Touch mobile app offers a simple, easy and COVID-safe means of providing feedback.

App Store Google Play Store

Australian Government - Department of Health

Government Grants Now Available

The Department of health and the Commonwealth Home Support Programme (CHSP) are providing grants (GO4265) to "address gaps in service delivery and trial and implement new and innovative service delivery models". A number of our customers have successfully funded Tell Touch through the grant. Contact us to find out more.

$120,000 is the amount the Average Home Can Add to
it's bottom line by implementing Tell Touch

Becoming more consumer oriented isn't only the right thing to do for consumers, but it'll massively help your profitability and reduce risks of compliance costs. More info

Fix issues before they fester Operate more efficiently Happier staff, consumers and families Better word-of-mouth Easier to fill beds
Worried

$2.8m is the costs of a facility being
sanctioned under the Aged Care Act

Comparing the financial results of the years before and after a home is sanctioned, it suggests that the immediate financial impact is in the order of $2,800,000. — Source: Pride Living Group

Catch Issues before they get to the commission

Tackle issues before they fester. Anecdotally, the reporting of almost all issues to the Aged Care Quality and Safety Commission could have been averted if there was better communication and it was addressed earlier.

Catch Feelings

Pays for itself

Across private industries, successful projects for optimizing the customer experience typically achieve revenue growth of 5 to 10 per cent and achieve cost reductions of 15 to 25 per cent within just two or three years.

McKinsey logo

Customers Include...

Lifeview Craig Care Brotherhood of St Laurence Fronditha Provectus Care MACS Hope Aged Care Valley View Hellenic

Testimonials

Testimonial avatar 1

We see [Tell Touch] as being a much more proactive approach than scheduled satisfaction survey’s which only captures a-moment-in-time. From a governance perspective, the Tell Touch system provides us with reports that allows us to monitor our performance, support compliance and address emerging issues quickly.

Testimonial avatar 2

Our consumers and their representatives are as thrilled as we are to be able to respond to their feedback promptly. [Tell Touch has] developed a system which is simple-to-use, easy-to-access and with high level reporting capabilities. We have certainly moved out of the 20th century paper-based system into the digital world of the 21st century. Thank you.

Testimonial avatar 3

No other system can do what you have done! They use to say cash is king but in aged care Information is king and Tell Touch provides this. The process is easy to complete. There's no wasted time, no paperwork and it's fully compliant.

Note, photos are stock photos, not those of the person giving the testimonial. The testimonial are real!

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Contact us For a demo

1300 83 55 86
(1300 TELL TOUCH)